Membership Sales & Retention Specialist

Virgin Active; Melbourne; On-site; AUD 65,000 - 85,000; Full time

Benefits offered by this job

Free gym membership

Discounted personal training

Paid parental leave

Regular personal and professional发展

Employee assistance program

Job summary

Virgin Active is seeking a membership administrator to champion all aspects of member admin and retention, keeping members engaged and financially up to date. You will manage records, handle arrears collections, respond to queries, and drive retention initiatives with a customer‑first mindset.

With 2+ years of relevant experience, you’ll align with a high-profile consumer brand, bring strong communication skills, and contribute to a culture that values warmth and personalised service across our

Qualifications

• 2+ years of customer or administrative experience.
• Exposure to arrears collection is a plus.
• Experience with a high profile consumer brand or call centre/hospitality/retail is helpful.
• You are people-focused, warm, honest and genuine.
• You communicate clearly at all levels.

Responsibilities

• Maintain accurate member records in the management system for seamless direct debit processes.
• Follow up on arrears, pending accounts and fulfilment initiatives with precise notes.
• Respond to membership queries and explain terms, club rules and policies.
• Process cancellations and drive retention conversations and recommitment incentives.
• Ensure interactions are engaging and handle feedback and complaints effectively.
• Maintain financial hygiene including daily banking procedures and compliance.
• Provide personalized service aligned with the brand and experience strategy.
• Monitor Net Promoter Scores (NPS) and member sentiment, acting on insights.
• Seek opportunities to exceed expectations and add value for members.

Job description

Virgin Active is seeking a membership administrator to champion all aspects of member admin and retention, keeping members engaged and financially up to date. You will manage records, handle arrears collections, respond to queries, and drive retention initiatives with a customer‑first mindset.

With 2+ years of relevant experience, you’ll align with a high-profile consumer brand, bring strong communication skills, and contribute to a culture that values warmth and personalised service across our